How many of their customers fit this description?

I had a co worker who was deaf.

Luckily he came of age just as texting took off. I guess in theory he could of relied upon a translator to make phone calls for him, but his life was much improved by modern communication.

Even if new technology makes things easier for 99% of people who are lazy, but is essential for that last 1%, it's a net positive.

Consolidation in this industry is horrible for everyone. Less competition means higher prices and lower pay.